Awards shortlisting for our commitment to customer care

Our project to refurbish customers’ homes has been shortlisted for a prestigious national award for the second successive year.

Our non-traditional housing refurbishment project has again been shortlisted for the Customer Care award at the National Housing Awards 2017. Since launching the project has completed refurbishments at more than 500 homes, by installing new external wall insulation, making them warmer and cheaper to heat.

Over the past year we have expanded the project to include blocks of flats and have been offering leaseholders the option of having their homes insulate at the same time as we work on our properties. But throughout the work our commitment to providing world class services to customers has remained. We’ve continually gone the extra mile for customers to minimise the impact of the work on their daily lives. For one customer who worked 12 hours a day on a four-days-on, four-days-off shift pattern, we arranged to only work during the days he was at work, an effort that was greatly appreciated by the family.

And once all the works have finished, customers are frequently delighted with the work. Customer Sandra Garland said: “The finished house looks amazing. I pull up in front of the house in my car every day and I can’t believe how good it looks. It looks like a brand new house – it’s got real kerb appeal.
“It’s like a thermos flask, it keeps the heat in in the winter and keeps the house cool in the summer. It’s already cooler now but it’ll be in the winter that we really notice it.”

The winners of the National Housing Awards 2017 will be announced on 7 September in London. Also shortlisted for the Customer Care award are Equity Housing Group, Orbit, Paragon Asra Housing, Yorkshire Housing.